In order to grow our team and business, we need clients to hire us. The following outlines our sales process. The overall process is as follows:
- Initial contact.
- They fill out our project planner.
- We have a phone call or have them come into the office.
- We qualify/disqualify each other: are we a good fit for each other?
- Understanding the clients vision and goals.
- Agree to outcomes we're trying to achieve.
- Send estimate/proposal.
- Sign the contract.
- They pay the deposit.
- We begin work.
Our leads come from business development, referrals from clients and Google Searches. We track all of our leads in Trello.
We manually create cards for personal introductions. Our project planner form automatically creates cards for each submission. The director of business development automatically gets added to each card, as does a due date.
Understanding Product Vision
Our goal is to begin thinking about the client's product and working as a team to plan it even before we officially start working together. Some example questions to ask:
- What's unique about this product?
- What big benefit does the product provide?
- What pain does the product alleviate?
- Who currently buys this product?
- Who do you want to buy this product?
- What do customers love about your product?
If the client asks us to sign an NDA, we respond with:
"Are you willing to chat without signing an NDA?"
We've worked with hundreds of clients. We talk to hundreds of potential clients each year. It's inevitable that we hear similar ideas.
If the NDA is important to the client, ask them to tell us enough about the business to evaluate whether there's a conflict with our existing or past clients. If we determine there's no conflict, the project is a good fit, and the NDA is mutual, we sign it. If their NDA is not mutual, we use our NDA.
If a project is a good fit and we have enough information then we'll create and send a proposal to the client. We use Proposer to create, share and measure proposals with clients. If you don't have an account you can reach out to John for access.
We don't have a standard way to write a proposal. Every project is different and may require various formats and copy. Use you're best judgement. Nonetheless, most proposals should include the following:
- Introduction the project/client
- kohactive's background/story
- Recommended solution
- Our process
- Estimated costs
- Proposed schedule
Once a proposal has been created and published you can send to the client directly from Propoer.
Winning an Account
If you've won an account then congratulations! The next step is to get the client into our system and the project on our books. First, send the client a link to our Client Intake form so we can get them into our system. Once we've received that information then we can begin the Client Onboarding Process.
Client Onboarding Process
In order to kickoff a project, it's important to onboard a new client to our processes, tools and procedures. Onboarding is more than just an introductory conversations, it's how we set our clients and ourselves up for success.
Onboarding requires a few key players:
- Account Manager
- Project Manager
- Operations Manager
- Each role has a specific set of internal and client-facing responsibilities. Client onboarding should begin the day they verbally hire kohactive. The account manager will be the one to initiate this process by cloning the client onboarding template Trello Board.
Open the client onboarding template and clone it to a new board. On the main menu, click "Menu" > "More" and then select "Copy Board" from the options. Input the title of the new board and select "kohactive" as the team.
Note: Make sure you name the new board something like "[CLIENT_NAME] Onboarding".
About the Trello Board
The Trello board is a comprehensive template to ensure we are able to complete all of the required tasks. The board is divided into 4 lists:
- Legal + Accounting
- Follow up
These tasks are typically handled by the Account Manager. The goal of this list is to get the client setup with everything they need. This includes things like:
- Welcome email / Set expectations
- Schedule kickoff call
- Questionnaire and assets
One important task in this list is the "Process + Tool introduction". The AM should schedule a 30 minute call with the client to introduce our process, the tools we use and answer any questions. This step is best completed as a collaboration between the Account Manager and Project Manager.
Introduction to our process
This is important. While most clients understand our process from our website and original sales pitches, they don't really understand the details. It's our job to identify them here.
Tools We Use
In order for our clients to successfully use tools like Trello, it's important to give them a demo of how it works. Using a screen-sharing tool, you should walk them through the board. Explain how the cards work, show them how lists works, comments, etc.
The Project Manager will lead the internal onboarding. Working with the AM, they should setup an internal meeting to kickoff the project and setup the team for success.
The Trello list is a bunch of tasks involved in getting everything setup. It includes simple tasks like setting up Slack as well as Harvest. Go through the entire list to ensure we have everything we need to get started.
Legal + Accounting
This list should be completed primarily by the operations manager (John). The AM and PM should work with him to identify and create an SOW as well.